Low Prices & Satisfaction Guarantee IS FALSE
Written: Jun 29 '04
| Ease of Ordering: |
 |
|
| Customer Service: |
 |
|
| Selection: |
|
|
|
| Full Review |
I've been in the market for a good digital camera for about a month now and had settled on a model I liked -- the Canon S1 IS -- after spending countless hours of research at all kinds of websites, from digital camera forums to epinions to cnet and more. After finding the model best for my needs, it was time to decide on where to purchase it.
I searched all of the low price websites and found that the prices ranged from $399-550. I knew I wanted an extended warranty and after talking to people at Best Buy, Circuit City, etc. I found that the extended warranties at Ritz Camera were the top in the business -- they covered all the usual PLUS water damage and casual use. The only problem is that the price of the camera at Ritz was on the upper end of the scale -- $499.99.
I researched their website and found that they had a price match guarantee! I would qualify for a price match if I met the following conditions (quoted below):
-------------------------
1. Our Low Price Guarantee is valid only for qualified Internet retailers. Qualified internet retailers must be listed on the manufacturer's website.
2. The Internet retailer must have the identical product in-stock and the product is priced accurately.
3. If RitzCamera.com is offering any special give aways or customized outfits (case, strap, quartz date features, free paper, etc.), we cannot consider that an equal item.
4. Price match requests must be submitted within three (3) days from the date of purchase at RitzCamera.com.
5. Our Low Price Guarantee is valid for only one price match per order and is limited to up to three (3) of the same product, shipped to the same address.
6. We only price match USA retailers and websites.
7. Our Low Price Guarantee is limited to a maximum of $100.00 per price match request.
-------------------------
I called the customer service department and spoke to someone and inquired about the guarantee. I told them the product I wished to order and that I wanted the product price-matched since I found it at a lower price on another website. They asked for the URL and pulled up the information as I spoke to them. They noted the competitor's price was $379.99 and confirmed any other costs (i.e. shipping, sales tax) that might be included in the competitor's offer. They placed me on hold for a few seconds and came back and said they would lower their price to $462.00.
This made no sense to me; I asked the customer support rep why they would not match the $379 price I was quoted. I told her that I understood they would only allow a maximum drop of $100 per the conditions, but that should put their new price at $399. The rep said they had a "bottom-line" price that they cannot go under and that price was $462. I asked where it was mentioned in the guarantee that the price match would ONLY BE VALID if the price match did not exceed the "bottom-line" price -- she had no answer. She just kept repeating that $462 is the lowest they would go.
I asked to speak to a supervisor and I explained my situation again. He did not budge on the $462. I read him the guarantee direct from their website and asked him to clarify for me (as I read each item) whether my situation qualified. At the end, I asked why they would not adhere to their own company policy. He did not have any answer and kept apologizing and saying that there was nothing he could do. He said he would see what he could do to get the policy updated correctly on their website.
After much frustration with their customer service group, I hung up the phone and bought the camera elsewhere. I would NEVER recommend RitzCamera.com to anyone -- their prices are higher than average and their price match is obviously a sham. Based on my experience with their customer service, I wouldn't rank that well either. A guarantee is a guarantee, but apparently that's not the case for this company and they have forever lost a customer in me.
Recommended:
No
What product did you purchase or try to purchase? Canon S1 IS digital camera
|
|
|
|
Epinions.com ID:
mkeppler
|
|
Member: Matt Keppler
Location: Fishers, IN
Reviews written: 19
Trusted by: 3 members
|
|
|
- Add to My Yahoo!: 
- Add to Google Homepage: 